Version 1 - Technical Head - SRG Indian Delivery Centre

- We are looking for an experienced Technical Lead to manage and oversee the delivery of managed services across various technology stacks including Oracle, AWS, Azure, Microsoft applications, Data Operations, PHP, Java, and open-source technologies.

- The role involves managing an ITSM service desk with L1 and L2 support, ensuring service quality, performance management, and team development at the India Delivery Centre.

Roles and Responsibilities:

- Engage in pre-sales discussions to scope out deliverable work using Microsoft technologies.

- Collaborate with Delivery Managers, Portfolio Directors, and Customer Success Managers to define strategic approaches for assigned accounts.

- Provide input on service design and implementation using Microsoft technologies such as Dynamics, .NET, Power Platform, and SharePoint.

- Maintain ISO20000 compliance and best practices across the team.

- Manage customer escalations, issues, and service improvements to enhance satisfaction.

- Drive business risk management and knowledge retention for service continuity.

- Identify and explore growth opportunities within existing and new customers.

- Lead the technical strategy, ensuring best practices across infrastructure, database, and application solutions.

- Oversee service delivery, ensuring adherence to SLAs and effective use of ServiceNow and Opsview for monitoring and performance management.

- Develop and implement career growth plans, providing mentorship and training opportunities.

- Conduct performance reviews, set clear objectives, and manage team performance effectively.

- Implement succession planning to ensure business continuity and workforce development.

- Maintain quality assurance processes, conduct audits, and ensure compliance with industry standards.

Skills and Qualifications Required:

- 10+ years of experience in managing managed services delivery across Oracle, AWS, Azure, Microsoft applications, Data Operations, PHP, Java, and open-source technologies.

- Proven technical leadership and team management experience.

- Strong knowledge of cloud computing, database management, application development, and data operations.

- Hands-on experience with ITSM tools (ServiceNow) and monitoring tools (Opsview).

- Excellent problem-solving, customer management, and strategic planning skills.

- A Bachelor's/Master's degree in Computer Science, IT, or Business is preferred but not mandatory.